Customer Support Advisor

About Us 

We are Unbiased. We know that creating a secure future for you and your family tomorrow means making the right financial decisions today. But finding professionals you can trust to give you the right advice for you isn’t always easy. With Unbiased it is. 

At Unbiased we’ve got the trusted experience and advice you need to help you make those difficult decisions with confidence. We simply and reliably connect you with financial advisers, mortgage brokers or accountants who can give you clear, impartial advice, tailored to your individual circumstances. So, when it comes to making life’s biggest decisions, you’re never on your own. 

We have big ambitions to improve how people tackle the biggest decisions, and working at Unbiased means working with smart, motivated people who believe in this. We have a fun, but in an ambitious environment where we are simply trusted to get stuff done.  

 

About the Role 

We have an exciting and fantastic opportunity for bright and talented customer support advisor with a focus on customer satisfaction.  You will be dedicated to supporting advisers and consumers with any service requests or queries via phone, live chat and email.  

 

Key Responsibilities  

  • You will be handling a large number of inbound calls, Zendesk tickets and social media contacts each day;  
  • You will be dealing with all inbound consumer enquiries (general public), handling basic account management contacts from our professionals including token requests, and assigning more dedicated requests to the corresponding team, e.g., new business calls to the Sales Team; 
  • You will be troubleshooting enquiries and seeking swift resolution to pending issues, while raising bugs, glitches and issue to your line manager; 
  • You may be required to update both consumer and professional advisers’ profile data and/or directing customers to enable them to update their profile through our online system; 
  • You will be able to effortlessly give them information about the connection process and Unbiased proposition; 
  • You will be reporting back to the business on progress and any service issues; 
  • You will be working towards competitive targets and KPIs. 

  

About you 

  • You’re relentless about progress – you push things forward with tenacity and are creative when working around blockers, you realise there is a huge benefit to acting today rather than waiting for tomorrow.  
  • You share and seek input - you embrace challenge and opinions and are more interested in learning than being right, you actively seek out different views and perspectives to maximise the chances of making the right decision and achieving success.  
  • You enjoy the journey – you help others to succeed because you know that when we go out of our way to support each other, we all get better collectively.  You celebrate successes and give kudos to your colleagues for a job well done, no matter how small.  

In addition, we ask that: 

  • You have previous experience in customer service role – in person or digital 
  • You have excellent command of the English language and your communication skills strong
  • You have strong organisational and prioritisation skills  
  • You are an excellent communicator 
  • You feel confident talking to a diverse audience   
  • You are a responsive listener, adapting your approach when necessary  
  • You're a self-starter, organised and reliable with attention to detail  
  • You're agile and proactive when working from home (as required, hardware will be supplied)  


How we’ll take care of you: 

  • Share options: We want our whole team to share in our success, you’ll be a key part of the business helping our growth, so you’ll be allocated valuable options in Unbiased. 
  • Brilliant Pension Contributions: We go above and beyond when it comes to helping you to save for your future. 
  • Investment in your Development: Alongside in-house training, you’ll be allocated £1,000 a year to invest in your career development 
  • Investment in your WellbeingYour wellbeing is a top priority for us, and you’ll be able to benefit from fully paid subscription to Calm, our favourite Wellbeing App 
  • Social Events: We’re a social bunch (lockdown’s permitting) so you can expect plenty of activities based in and around our vibrant office in the heart of Farringdon. 

 

The Usual Benefits:  

  • Holiday: you’ll be allocated plenty of holiday to ensure that you have enough time to rechargework-life balance is super important to us here 
  • Flexible working: we’ll work with you to find the balance of office-based work and remote working 
  • Cycle to work scheme 
  • Season ticket loan 
  • Life insurance 

 

 

Equal Opportunity  

The best ideas are often the least expected and require new ways of thinking; that’s why our teams at Unbiased are made up of broad range of talented people. We are proud to be an equal opportunity employer. We do not discriminate based on race, ethnicity, colour, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran status, genetic information, marital status or any other legally protected status.

Data Privacy 

Personal information about unsuccessful candidates will be held for 12 months after the recruitment exercise has been completed, it will then be destroyed or deleted. We retain de-personalised statistical information about applicants to help inform our recruitment activities, but no individuals are identifiable from that data. 

Once a person has taken up employment with Unbiased, we will compile a file relating to their employment. The information contained in this will be kept secure and will only be used for purposes directly relevant to that person’s employment. Once their employment with Unbiased has ended, we will retain the file in accordance with the requirements of our retention schedule and then delete it. 

 

Agencies 

As much as we appreciate the help, we’re using our own direct sourcing methods or we’re working with one of our carefully selected Agency Partners on this vacancy. To find out a little more about how we partner with agencies please email talent@unbiased.co.uk FAO our Talent Manager, speculative phone calls will not be taken by our team neither will CV submissions without Unbiased or the candidates expressed consent. 

Or, know someone who would be a perfect fit? Let them know!

Some of your colleagues

London

32-38 Saffron Hill
EC1N 8FH London Directions peopleteam@unbiased.co.uk View page

What makes us different?

Want some insight into how we work as a team? Here are our culture behaviours that are at the core of everything we do:

Be relentless about progress

To be the best at what we do, we push things forward with tenacity. 

There will always be blockers, we always find ways around them. 

Enjoy the journey

We celebrate successes and give kudos to our colleagues for a job well done, no matter how small.


Share and seek input

Our most valuable asset is our people. We embrace challenge and different opinions and are more interested in learning than being right. 

Risk failure to achieve success 

We iterate often, fail quickly, learn and go again. But this doesn't mean we sacrifice the quality of our work. We aim for excellence in everything we do but we also acknowledge that sometimes we need to say: for now, it is good enough. 

Own it and get it done

We don't point blame or find excuses. We are accountable and take responsibility for our mistakes and when we don't deliver. We totally own our failures and learn from them. 

Already working at Unbiased?

Let’s recruit together and find your next colleague.

email
@unbiased.co.uk
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